Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,320 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,320 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

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"Avoid these absolute chancers at all costs.\r\n\r\nMy experience in detail: I order M250 Fibre Broadband and am given the date 03.10.2024 for installation.\r\n\r\nThat is then changed the following day without explanation to 05.10.2024. \r\n\r\nOn Friday 4th October, a female representative rings me at 12:55 PM while I am out at lunch. She tells me she will ring me back at 3 PM the same day. She does not.\r\n\r\nI wait in on Saturday 5th October. No one arrives and I again receive no notification. I sign in to my Virgin account and see that my installation date has been moved to Monday 7th October. No notification received.\r\n\r\nI contact their customer service via WhatsApp. The conversation takes three hours. I am eventually told that the work requires local council approval and that it can take up to 10 to 15 days.\r\n\r\nEventually, a fourth installation date appears: Tuesday 22nd October. \r\n\r\nAt 2:34pm on Thursday 10th October I speak to Komal from their preinstallation team. She assures me that I will get a much earlier date than the 22nd. This cheers me up. She asks for a special favour \u2013 that I give her the top rating of 4 in the automated text that will follow. I say 'sure'. She tells me to wait 24 hours after the text from the engineers announcing that the preinstallation is complete before calling for this earlier date.\r\n\r\nI do exactly this at 7:08 PM \u200eFriday, \u200e11 \u200eOctober \u200e2024. After a long wait I am told that I will not get an earlier date and that I will be waiting until the 22nd.\r\n\r\nI call them again the following day. I am told \"concern team will get back to you in 24hrs.\" They don't. After 25 hours, I reply via WhatsApp and am told \"my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours.\" Guess what? They do not. Just marking your words there, Harsh.\r\n\r\nIt is a catalogue of screw ups, misinformation and general incompetence that is beyond belief. Requiring local council permission is beyond their control. Everything else is not. The standard of English of their customer support is horrific. I have to make them repeat things constantly. They speak too fast, their intonation is all over the place and they don't know how to use prepositions correctly which when discussing technical aspects of media installation makes them close to useless.\r\n\r\nIt's one of the worst customer experiences I've ever had and I haven't even started with them yet."

Virgin Media 1 star review on 16th October 2024

James Peter Donaghy

Virgin Media 1 star review on 7th October 2024

Serena

Virgin Media 1 star review on 1st September 2024

John Claxton

Virgin Media 1 star review on 10th August 2024

Constantin Garneata

Anonymous

Anonymous // 01/01/2019

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“I have been first NTL customer and then for the last 15 years plus has been a Virgin media loyal customer until two months ago (July 2019). We live in West Yorkshire and obtained good service from Virgin media on TV, Broadband, land line and mobile phone for 15+ years. Then problems started by July 2019. First broadband , intermittent issues and then all of a sudden it is down for 5 + days . You ring all the customer service lines and the problems continued for 7 days plus. No sympathy , no explanation and they also cannot guarantee that this issue would not continue in the future giving no option but leave Virgin Media. I appalled by the customer services in the last 2 months before I gave notice. VM is missing a trick, their customer services is saying they do not know why this is happening but only engineers would know. A customer oriented company should have a link between customer services and operational issues so they could explain and give some assurance to the customer. One lady I spoke did not even understand the importance of giving customer the reasons. This was not the case all the 15 years I was with VM. Their services have gone down. My wife and daughter both had VM mobile and without any notice they increased the fees and when rang the customer services , (a) they cannot explain properly in English (b) rude (c) do not care! We have now left VM and I do not think I will ever come back or recommend to anyone. I also hear our neighbours and friends who had VM are also very dissatisfied with the service and have left or leaving . I am not sure what sort of business model VM has adopted recently as their service has gone down.”

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Posted 5 years ago

“Complete rip off. We have been with Virgin since past 6 years. No problem what so ever till 5.5 years. Since last 6 months sudden price jump to more than double without any written notice. And now on termination they hike the price again so in short they don't care about existing customer. Worst thing is, the price is more for just broadband as compare to broadband with phone and tv. What a cheeky way to sell everything even though nobody uses telephone line these days”

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Posted 5 years ago

“I was out of contract so asked to cancel my internet package, I was then told we needed to give 90 days notice. Who asks for 90 days notice?!?”

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Posted 5 years ago

“Not happy with Virgin, Been a business customer for years, rang to advice I will be switching supplier as what they charge is more than double other providers, although have completed the contract with them, they have said I have to give 90 days notice, meaning I am still paying more than double for a package for another 3 month, absolute joke, stay away from this company.”

Helpful Report

Posted 5 years ago

“Only been with them 2 weeks already spent circa 8 hrs on the phone trying to resolve problems. untrained technicians, terrible customer service, misleading and contradictory advice, outright falsehodds, ridiculous waiting times on the phone and agents hanging up on simple issues they find hard to resolve. Be prepared to be passed around departments with nothing actually getting resolved. Be prepared to be the one to suggest solutions. be prepared to have virgin agents hang up on you. be prepared to spend minimum of 40 minutes on hold waiting before getting through to anyone. Record all conversations from the sign up point. Record any and all agreements. Finally the internet commitments are only related to direct ethernet connections not wifi. The guaranteed speed they speak of has a caveat that isn't mentioned anywhere so be prepared for subpar connections. OR maybe just DONT sign up with Virgin”

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Posted 5 years ago

“Landline no calls in. I have reported x 2. Now on hold for 26 mins so far to report again.”

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Posted 5 years ago

“Virgin claim to provide fast broadband, not fast (or reasonable) service! I feel my recent experience with Virgin Media does not even deserve 1 star. Background I wanted to save some money, so I contacted Virgin Media to find out what was the best price they could offer me. They were advertising a great deal for new customers. I had been with Virgin for 10 years and was told that new customer offer was only available once per household. Despite me telling Virgin Media that I was unemployed and was looking for ways to reduce my monthly outgoings, I was twice offered a new deal that would be more than I was already paying. A clear indication that they were not listening to me. I re-requested that they give me their best deal. The ‘best’ they could do was nearly double the new customer offer I mentioned earlier. I declined their offers and said I would be looking for an alternative provider. I was out of contract and was free to leave. ‘Good’ Deals I did some research and found what looked like a fairly good deal with Plusnet. Contacted Plusnet, I accepted their deal and agreed an installation date. I called Virgin Media back to confirm that I wanted to leave. After trying again to sell me a new ‘better’ deal and then realising they couldn’t come close to the price from Plusnet. I told them I wanted my phone number transferred to the new service provider and a member of the Virgin Media team talked me through the service termination and phone number export process. I agreed to their ‘minimum 30-day’ termination clause, making my last day with Virgin Media day 13 September. I was told by Virgin Media that only live phone numbers can be exported, so they would leave my phone service as active until after the export had completed. The other services (TV and broadband) would be set to end on 13 September as agreed. I new service was due to go live with Plusnet on 11 September, so this date seemed to provide a good overlap, in case there were any hiccups. Hiccups On 29 August, my broadband and TV service stopped working. I called Virgin Media to ask for help. I was told that my service was terminated ‘as agreed’, when Plusnet issues the phone number export request on 29 August. I said that was not what I agreed and was told, but Virgin insisted that there was nothing they could do to turn my TV and broadband services back on until the previously agreed date of 13 September. Virgin suggested I ask Plusnet if they could bring the installation date forward. I called Plusnet and was told they could not move the date forward, as there were not free slots before 11 September. I called Virgin back and spoke to a more friendly individual, who did some research and said she could request a reconnection, she would need to fill in some forms and it would take up to 72 hours. 72 Hours Can and went, still not service, another called to Virgin Media, another unhelpful team member. The only option to get the service back is to if I “cancel the export and revert back to Virgin Media” as my service provider. If I do that, I get my service back in around 3 days, but I will lose my phone number, forever. I decide not to do this and the issue to be escalated. “It won’t help” to escalate my issue I’m told by the Virgin Media team member. I ask to speak with her supervisor. No that can’t be done either. I ask for a formal complaint to be raised. In a later phone call, I am told that a Virgin Media team member in the ‘Export team’ made the mistake that caused my service to be terminated 14 days earlier than agreed. No response Still heard nothing about anything except a few curt, apparently automated, emails telling me to send back their equipment or I will be charged. I sent back all their equipment 13 days prior to the most recent demanding email, so I call Virgin Media again, to be told “we know the equipment is on its way”, but the system takes 10 working days to notify them of this. I suggest they should change the tone of their emails if the biggest delay in the process is caused by their internal system communication. I was treated like it was my fault that a Virgin Media internal system takes 10 days to notify another Virgin Media team. And Virgin Media isn’t responsible if an automated email causes upset. If an email sent by Virgin Media to a Virgin Media customer causes upset, whose fault it then? It must be my fault; I mean I am the customer. Based on my previous experience this should have been obvious, my mistake. 45 Days Moving on to more pleasant things then, the Virgin Media team member I’m speaking with tells me my refund cheque with me mailed to me within the next 45 days. I ask for clarification, “Did you say 4 to 5 days?” The reply was a definite “No, 45 days”. Forty-five days to send me a refund cheque. What The ****? They have to be kidding me, right? No, it turns out I’m silly for thinking otherwise. Apparently, 45 days is normal and acceptable. The only thing The only thing that takes longer than the time Virgin Media take to respond to complaints is how long it will take them to send a refund! This is not actually true, as I haven’t received any communication from Virgin Media about my complaint yet, so don’t know how long I will have to wait for that, but I won’t be at all surprised if it’s longer than 45 days!”

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Posted 5 years ago

“Horrible experience !! after 6 years with them they give me 50 mb speed for 50 pound / month @@!@!!@!@ what ? not recommend at all !!”

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Posted 5 years ago

“. telephone calls and all took over one hour disconnected on 2 attempts. about to give up after 30 min atempt 3”

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Posted 5 years ago

“Cancelled my Virgin Media subscription nearly after 15 years and moved to TalkTalk For £20/month for internet And landline after having bills for £60 plus a month for internet and Talk Weekends only Landline 🤭 . . . And Virgin Media wants the router BACK which they sent me God Knows how many years ago and am sure is obsolete 🤣! Very poor Guys 👍!”

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Posted 5 years ago

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Posted 5 years ago

“Absolute rip of, poor communication can’t get hold of anyone to speak to. If you ever consider a contract with Virgin Media you must be mad.”

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Posted 5 years ago

“Out of contract - phoned the `intend to leave department`. On hold as usual, then someone from India who you can`t understand comes on asking who I am etc. Tell them. Despite the fact they already know. Tell them out of contract and deciding to leave. Undistinguishable words follow, despite asking for a repeat, frustration of it all -I reluctantly hang up, still no better off..Oh for an English down to earth voice of reason !!”

Helpful Report

Posted 5 years ago

“Customer service is terrible, I'm put off trying to contact them when i have an issue as you are either put into a long queue (35 mins is the norm for me) or sent through to different departments.”

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Posted 5 years ago

“our phone bill went up to £129 so I called your company to leave so I can go to another company which was more value for money . after spending two hours on the phone call to one of your colleagues she blatantly lied and miss sold as a package but we didn't even want absolutely disgusting customer service . I will be calling back in the morning to sort this out and I will believe in your company”

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Posted 5 years ago

“Really Bad customer service. Waiting for 4+ weeks to have the services available despite giving Virgin Media 2 months notice of when I want the services to go live. Contacted the Complaints team, Received an email to say they tried to contact me but they never did. Waiting for a call from the manager and for an update - nothing what so ever.”

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Posted 5 years ago

“Virgin Media the company who have no Customer Service skills what so ever the staff are rude unable to fully understand your concerns reading off a script I would never ever recommend anyone to use their services as it the worst I have ever experienced in my life.”

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Posted 5 years ago

“Honestly the worst customer service I've ever experienced. They sign you up for things you don't ask for, mess up your bills, break your online account so you can't even log in to see whats going on (they somehow had me removed from their system telling me I didnt have a service with VirginMedia anymore despite taking money from me and providing internet). This is made worse by the fact that YOU SIMPLY CANT GET THROUGH TO ANY HUMAN ON THE PHONE. I've called on multiple days at all hours and consistenly get put on hold for over an hour before it hangs up on me. Avoid these charlatans at all cost.”

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Posted 5 years ago

“Customer service from India is terrible they really don’t know what they talking about!!! They are very rude and don’t care about the company they use to have good reputation but not anymore”

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Posted 5 years ago

“Sent me a new TV box which didn't recieve any TV channels. Customer support was imbelilic beyond belief.”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,320 reviews